Team Lead Network Operations Control

Rivian•Normal, IL

4d•Onsite

About The Position

Looking for a high-energy, technically proficient NOC Supervisor Shift Lead in Rivian’s Charging Network Operations Center (NOC). In this role, you won’t just be "watching screens"— you’ll be orchestrating real-time technical support, managing incidents according to critical priority, and ensuring that every customer who utilizes Rivian’s chargers has a seamless charging experience.

Requirements

Bachelors in Electrical or Mechanical Engineering, Networking, or related discipline required.
3+ years experience in a NOC, Technical Support, or Operations environment, with 1-2 years in a leadership/supervisory capacity.
3+ years experience with networking protocols (TCP/IP, VPN, Cellular/LTE connectivity).
Proficient with Linux, Amazon Web Services, and complex data systems such as Databricks.
Proven track record of successful problem-solving skills with a strong sense of ownership and urgency
Experience with ticketing systems like Salesforce, JIRA, or ServiceNow and collaboration platforms like Slack and MS Teams
Excellent written and oral communication skills; ability to communicate complex technical issues in a clear and concise manner to decision makers.
Team player mentality, with a willingness to assist and team others on the team.
Ability to travel 5% throughout the U.S.
Ability to stand, sit, or walk for 8-10 hours per day.
Required to communicate using phone and/or e-mail.
Ability to view, read, and interpret documents.
Ability to perform all duties in an office environment that may contain ambient noise and temperature fluctuations.

Nice To Haves

Experience with troubleshooting electric vehicle supply equipment (EVSE) and charging protocols/standards (OCPP, ISO 15118, CCS, NACS, J1772, etc.) strongly preferred.
2+ years experience with Python or other coding languages, preferred.
Demonstrated ability to implement AI workflows into an operations environment.

Responsibilities

Supervise, mentor, and train a team of NOC Specialists and Engineers with emotional intelligence; manage shift handovers, conduct performance reviews, and drive professional development.
Oversee the health of the Rivian Adventure Network (DC Fast Chargers), Waypoint (AC Level 2), and DC and AC fleet chargers.
Act as the primary escalation point for complex technical issues and operational decision points for shift resources.
Ensure the team meets or exceeds Service Level Agreements (SLAs) regarding response times and network uptime across all networks.
Partner with Field Service Supervisors, Field Technicians, Software Engineers, and Hardware Partners to troubleshoot software/firmware bugs and physical equipment failures.
Develop technical Standard Operating Procedures (SOPs) for technical troubleshooting and implement new operational processes.